Tried this place for the first time on a Friday night. The restaurant was packed, but we were…read moreseated promptly, which was nice.
I ordered the steak sandwich, which was a 10/10. My daughter ordered the Gilroy garlic pasta, which was also delicious. My son ordered the mac and cheese from the kids' menu, and my wife ordered the lettuce wraps.
The food took a while to come out, but given how busy the restaurant was, that was understandable. Up until we received the bill, the evening was nearly perfect.
Unfortunately, that's when things took a disappointing turn. The $19 lettuce wraps ended up costing us $31. During the ordering process, my wife asked our server, Jesus C., how the lettuce wraps came. He explained that she could choose chicken, salmon, or both, with 6 ounces of each. She chose both, not realizing that selecting those options would result in an additional charge.
I take responsibility for not specifically asking whether there would be an extra charge. However, I also believe that when a menu item has a listed price and a customer is given additional protein options, the server should clearly explain that choosing those options will increase the price. Simply presenting them as available choices without mentioning an additional charge is misleading and creates an unpleasant surprise when the bill arrives.
Unfortunately, a similar situation happened later in the meal. My 4-year-old son ate his mac and cheese very quickly. Jesus noticed and asked if he would like more. I agreed, again because no additional charge was mentioned. We expected to pay the $9 listed price for the kids' meal, only to find that we had been charged $18.
I understand that restaurants charge for additional portions and upgrades, and I have no issue paying for something when the cost is clearly communicated beforehand. My concern is that, in both situations, we were not informed that additional charges would apply.
Overall, this experience was disappointing. I left feeling like the pricing had not been communicated transparently, which unfortunately overshadowed what otherwise would have been an excellent meal. All that was needed was a simple statement such as, "There will be an additional charge for that."
Moving forward, I will certainly make sure to ask about additional charges before agreeing to anything. However, I also believe the responsibility should be on the restaurant to clearly communicate pricing when customers are offered upgrades or additional portions.
I will also be contacting Santa Clara County Weights and Measures to ask whether these pricing practices comply with applicable requirements.
Update: After posting my review, the manager followed through and promptly contacted me regarding my concerns. We had a productive conversation, and the issue was resolved to our satisfaction.
I appreciate the manager taking the time to personally reach out, listen to our concerns, and make things right. While our original experience was disappointing, I'm pleased with how the restaurant handled the situation afterward. That level of follow-through is appreciated and speaks positively to their commitment to their customers.